Samantha Hursey Email & Phone Number

Zephyrhills, Fl, Us

Zephyrhills, Fl, Us

Remote

Handles customer escalations from Tier I personnel, direct sales, technicians, and direct end-user customers to resolve complex problems through effective troubleshooting, coordination, and facilitation with other support teamsTrain, Maintain and create SOP materials for Fellow T2 members Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demandsAnalyze, troubleshoot, design, and implement fixes with minimal escalation to Tier III supportPerformed remote system repair using remote tools (cobrowse and Logmein)Maintained and updated records and tracking databasesCollaborating with Tier III team members and departmental leadership to resolve emergent customer impacting issuesUsing best practices and knowledge of internal or external business issues to improve products or servicesMeeting and Exceeding departmental performance KPIs, goals, objectives, and responsibilities. Maintained 95% Customer Satisfaction through QA EvalsEscalate, monitor, track, and report on problems in appropriate trouble management systems to ensure timely resolution and accurate issue documentationDemonstrates ownership in troubleshooting and resolving technical issues as well as identifying trends and root causesConduct product testing related to new and existing product categoriesManages customer contacts within Salesforce CRMCommunicate over the phone effectively and clearly with individuals suffering from hearing loss

San Francisco Bay Area

- Maintained Excellent Customer Repour with 95% Customer satisfaction - Documented and processed account changes - Mentored and trained New hires- Ensured all KPIs were met and exceeded - Considered subject matter expert - Helped create and maintain Training materials and SOPs- Successfully de-escalate own calls

San Francisco Bay Area

Hosted and raised 7K in Charity For Veterans Mental Health! Produce, schedule, and broadcast live content to a remote website on a daily basis. Analyze audience retention data and viewer trends to produce targeted content, and change content to reflect audience wants and needs. Hands on experience with video and audio capture equipment, including webbroadcasting software.

Responsible for managing the end-to-end operations of Stack Up's influencer relations. During time withStackup, exceeded goals in scoping out and selecting influencers, signing up and training them for charityevents, and following through during the event to ensure success.

San Francisco Bay Area

this role involves isolating and reporting bugs and other issues to QA, our developers and various non-urgent and urgent contacts in Israel. I test, isolate, reproduce and report bugs. In cases of one-time corruption or failure of some aspect of the product, or in cases of non-reproducible issues, I must collect as much relevant information as possible and report it to our contacts. There are also issues that we have the tools to fix in house via scripts and intimate knowledge of the product.I am an ambassador to my users. I provide workarounds and temporary fixes, reassurance and unfortunately, occasionally, the hard truth to users with complex and unique needs and those who are experiencing these bugs, failures and corruptions. I must quickly understand and isolate the issue, collecting the relevant information while reassuring the user or providing a work-around or temporary fix if possible. I also update users as progress is made and issues are resolved.I am apart of the team that supports and educates our fellow agents. We answer questions, explain issues, provide workarounds. We also issue explanations, helpful tools, techniques and other informational announcements to our fellow agents. When a user is asking difficult questions or is just so confused or misinformed that they cannot communicate with the initial agent we are often able to take the call and help the user.

San Francisco Bay Area

De-escalation, risk, and billing specialist. Various roles within the company dedicated to isolating andreporting bugs and other issues to quality assurance, developers, and other internal vendors. Becamefamiliar with proprietary tools and scripts to fix non-elevated concerns. Listened to calls and managedquality assurance for the call center. Provided managerial duties such as supervision, development, andcoaching to a team of 10. Assessed and proceeded legal, risk, and billing inquiries. Addressed tickets,live chat, and calls from customers with a 99.9% overall customer satisfaction over full tenure at Wix.

San Francisco Bay Area

I started as a Customer support agent and was able to show my dynamic communication and interpersonal skills. I listen to calls and manage ticket quality assurance for the call center.

San Francisco Bay Area